Supervisor: Customer Service - (Motor Industry)
Advert reference: track_000520
Advert status: Online
Apply by: 21 June 2021
Industry: Automotive Sector
Job category: Customer Service
Contract: Fixed Term Contract
EE position: Yes
TRACKER requires the services of a Supervisor in the Sales & Service Call Centre based at Nissan South Africa in Rosslyn Pretoria. This position requires a candidate who can deliver a differential service to all customers, and ensure the Sales/Service teams are able to deliver on the goals set to achieve the strategic objectives of the Company. The individual will be required to liaise with Nissan Customers, Dealers, Corporate Customers, Direct Customers, Sales Customers and all sales and marketing teams across the business.
Supervise Sales/Service Teams
o Utilise staff effectively to deliver optimal customer service to all customers
o Ensure team is motivated
o Conduct KPA’s on a quarterly basis
o Ensure training and development is implemented in line with team requirements and PDP results.
o Ensure that all agents follow process and procedure.
o To Quality assess agents on calls and accuracy of data capturing on Salesforce and provide coaching and feedback to staff.
o To ensure that Quality in the Centre is at high standard i.e. call and data capturing quality
o To liaise with the relevant specialists in situations where specialized information is required in order to assist customers.
o To constantly come up with improvements that can be made to the current system.
o To maintain a Call Quality of (95%) and Data Capturing Quality of (95%).
o To maintain a productivity level of between 150 contacts per day per agent.
o To plan and prioritize your daily tasks in order to deliver optimal performance for you and your Team.
o To adhere to all Company and client policies, procedures and processes.
o Goals and targets to be discussed with Team, minutes of this meetings should be kept and sent to the Manager after each meeting.
o Multiskilling of all agents in order for all agents to be able to function in all parts of the Centre.
Improve on the customer experience
o Provide timeous feedback to all internal and external customers regarding the progress of any queries.
o Ensure resolution of customer queries, to the satisfaction of the client.
o Provide a service within the area as well as to other departments/areas/staff within Nissan/Datsun/Infiniti
o Provide Sales Support to the Sales Teams as well support to the Technical Department
o Follow up queries / cases(CSC/Fleet/Info/Leads/Campaigns).
o To remain abreast of the latest Nissan, Datsun and Infiniti products, launches, campaigns, etc. at all times.
o To maintain a high level of telephone etiquette at all times on the floor.
o To ensure customer satisfaction at all times, as far as possible, relating to all Brands.
o To ensure the timeous action & resolution of leads / queries / cases(CSC / Fleet / Info) / Campaigns management.
Fulfil an Administration function
o To ensure that Contact Centre reports (daily, weekly and monthly) are checked by you before it is sent to business. No data errors allowed and all reports must be sent on time.
o Month end reports have to be sent by the 3d working day of the month. Weekly reports to be sent before 09h00, 12h00 and before close of business pertaining to the particular report.
o To ensure you attend all meetings which were scheduled and that all action points assigned to you are actioned within the given time.
o To streamline processes and procedures and to ensure all processes and procedures are kept up to date.
o To assist with any ad hoc duties as requested by your Manager.
o To know the disciplinary process and to take action according to the disciplinary code.
o To attend interviews with the Department Manager, provide feedback and input during the process.
o To setup meetings with your Team on a weekly/monthly basis in order to touch base and also to motivate your Team members.
· Matric and at least 3 years experience in a Team leader or Supervisory role.
· 2 Years experience in a Motor Industry environment
· Proficiency in MS Office
· Experience in a CRM role is compulsory
· Knowledge of Nissan products & Systems would be advantageous
· Above average interpersonal skills
· Ability to work independently and in a highly pressurised environment
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